RETAIL & CUSTOMER CARE

ABOUT US

PATRONS is India's premier Business Skills Education & Training initiative with diversified courses under one roof. PATRONS is  set to offer Domestic and Internationally Recognized/ Certified Training Programs and Learning Solutions to individuals in Marketing, Retail, FMCG and Customer Care areas meeting the current and Future needs.

PATRONS in collaboration with LCCI, UK and various other associations offers courses in Marketing, Retail & Customer Care. Our courses not only offer great employment opportunities on successful completion, but also enables  higher education opportunities. For those who are already employed, our courses help one to upgrade his skills there by enabling career growth.

PATRONS is the only Authorized Regional Training Centre in South India to offer LCCI, UK courses

Courses offered by Patrons :

•Introductory Certificate in Marketing•Marketing L2•Marketing L3•E-Commerce L2•E-Commerce L3•Internet Marketing L3•Advertising L3•Public Relation L3•Selling & Sales Management•CERTIFICATE IN PUBLIC RELATIONS LEVEL 3•Retail Operations•Employment Skills L2•Customer Service L2•Customer Service L3•CONTACT CENTER LEVEL 2•Selling & Sales Management

INTRODUCTORY CERTIFICATE IN MARKETING

SYLLABUS1. Introduction to Marketing2. Customer Behavior3. Marketing Research4. The Marketing Mix5. Marketing Communications

AIMSThe aims of this qualification are to enable candidates to understand•the principles of marketing•marketing as a business function•the basic techniques used in the marketing of products and services

JOB OPPURTUNITIESAssistant Product ManagerAccount manager / executiveMarketing RepresentativeMarketing AssistantStore ManagerTrade Marketing AssistantGraduate Sales Executive

MARKETING LEVEL 2

SYLLABUS1. Marketing Management2. Marketing Planning3. Customer and Consumer Behavior4. Marketing Research5. The Marketing Mix6. Promotions7. General Issues

AIMSThe aims of this syllabus are to enable candidates to develop:the marketing conceptthe fundamental techniques applied to the marketing of products and services.JOB OPPURTUNITIES•Marketing manager•Project/Program/Product Manager•Marketing Specialist•Marketing Co- ordinator•Brand Manager•Marketing Data Analyst•Customer Co-ordination executive•Marketing communication Manager•Client Services Director

MARKETING LEVEL 3

SYLLABUS

1. Nature and Role of Marketing2. Marketing research, Analysis and Decision3. Marketing Implementation Strategies and Tactics4. Services and Relationship Marketing5. International and Global Marketing6. Marketing, IT and the Internet

AIMS•The aims of this syllabus are to enable candidates to develop:•A broad strategic understanding across the full range of marketing activities, including advertising, PR, sales promotion and market research•A sound knowledge of current trends and changes in marketing practice, brought about by technology and the Internet•The ability to apply this understanding to real life marketing scenarios•The ability to illustrate their understanding through the use of real experiences, or created examples, of marketing

JOB OPPURTUNITIES

• Director of Marketing• Marketing Research Analyst• Marketing Administrator• Marketing Consultant• Market Research Manager• Product Development Manger• Marketing Campaigns Manager• Senior Marketing Manager• Senior Account Manager• Senior Audience Development Executive

MARKETING LEVEL 3

E-COMMERECE LEVEL 2

SYLLABUS

1. Background to e Commerce2. Definitions and Development of the Internet3. e Commerce Business Models4. Market Dynamics5. e Commerce Finance6. e Commerce Security7. e Commerce and the Law 

AIMS

The aims of this syllabus are to enable candidates to develop:

A broad understanding of the potential of eCommerceThe ability to apply this understanding to real-life websitesThe ability to illustrate their understanding through the use of real-life or created examples of eCommerce  

JOB OPPURTUNITIES

•Paid Search Specialist•Paid Search Strategist•Paid Search Supervisor•Web Designer•Web Developer•SEO Account Manager•SEO Analyst•SEO Consultant•SEO Director•SEO Engineer•SEO Manager•SEO Specialist

E-COMMERECE LEVEL 2

E-COMMERECE LEVEL 3

SYLLABUS TOPICS

1. e-Commerce Overview2. The eCommerce Website3. Business Processes4. Managing Change5. eCommerce & Personnel6. Return on Investment (ROI) in eCommerce

AIMSThe aims of this syllabus are to enable candidates to develop:A broad strategic understanding of the present and future potential of eCommerceThe ability to apply this understanding to real-life eCommerce projectsThe ability to illustrate their understanding through the use of real experiences, or created examples, of eCommerce projects

E-COMMERECE LEVEL 3

JOB OPPURTUNITIES

•Senior Search Engine Optimization Consultant•Senior Search Strategist•Web Analytics Consultant•Web Analytics Manager•Web Analytics Specialist•Search Engine Marketing Analyst•Search Engine Marketing Consultant•  Search Engine Marketing Director•  Search Engine Marketing Manager•.Search Engine Marketing Specialist

INTERNET MARKETING LEVEL 3

SYLLABUS

1. The Nature of Marketing2. The Benefits of Internet Marketing3. Internet Growth and Customer Profile4. Internet Marketing Strategies5. Business Models for Internet Marketing

AIMS

The aims of this syllabus are to enable candidates to develop:A broad strategic understanding of the full range of Internet marketing activitiesAn understanding of the distinct differences between marketing using the Internet and more traditional marketing media and the benefits of Internet marketingThe ability to apply this understanding to real-life Internet marketing scenariosThe ability to illustrate their understanding through the use of real-life experiences, or created examples, of Internet marketing

INTERNET MARKETING LEVEL 3

JOB OPPURTUNITIES

•Internet Journalist•Internet Marketer•Internet Marketing Coordinator•Internet Marketing Director•Internet Marketing Specialist•Link Campaign Manager•Online Marketing Specialist•Web Marketing Specialist

ADVERTISING LEVEL 3

SYLLABUS TOPICS

1. Working in Marketing Communications2. Role of Advertising Related to Marketing3. The Advertiser4. Advertising Agencies5. Creating Press Advertisements and Television Commercials6. Producing Advertisements7. Production of Commercials8. Media Selection9. Advertising Controls10. Evaluating and Testing

AIMSThe aims of this syllabus are to enable candidates to develop:knowledge and understanding of advertising as part of the marketing of products, services and organisations.relevant advertising messages within constraints of law and codes of practicean awareness of the principles of delivering relevant messages to the selected target audiencesadvertising material aimed at the selected target audiences

ADVERTISING LEVEL 3

JOB OPPURTUNITIES

Advertising ManagerAdvertising Sales DirectorAccount ExecutiveAccount CoordinatorMedia DirectorMedia CoordinatorMedia BuyerSocial Media AnalystSocial Media ConsultantSocial Media ManagerSocial Media Specialist

PUBLIC RELATIONS LEVEL 3

SYLLABUS TOPICS1. The Nature of Public Relations2. The Publics of Public Relations3. Statutory Law and Voluntary Codes4. International Public Relations5. Community Relations6. A Public Relations Campaign7. Working with the Media8. Exhibitions9. Sponsorship10. Research11. Technology and the Internet12. Public Relations Miscellaneous13. Professional Development

AIMSThe aims of this syllabus are to enable candidates to develop:the Public Relations conceptthe fundamental techniques applied to Public Relationsan understanding of the multi-functions Public relations is involved ina solid foundation for a higher qualification at Level 3

SELLING & SALES MANAGEMENT LEVEL 3

SYLLABUS TOPICS

Part A Selling

1. Role of Selling2. Selling Objectives3. Selling Process4. Promotional Mix (P)5. Buying Process6. Tactical Sales Plan

Part B Sales Management

1. Managing the Sales Office2. Sales Management Controls3. Salesforce Recruitment & Training4. International Selling5. Legal & Ethical Sales Issues

AIMSThe aims of this syllabus are to enable candidates to develop:selling skills and techniquesan understanding of sales administrationan ability to manage the sales processan appreciation of sales records analyses

JOB OPPURTUNITIES

•Sales Manager•Sales Representative•Merchandiser•Regional Sales Manager•Franchising Head•Distribution Manager•Sales Associates

SELLING & SALES MANAGEMENT LEVEL 3

CERTIFICATE IN PUBLIC RELATIONS LEVEL 3

SYLLABUS

1. The Nature of Public Relations2. The Publics of Public Relations3. Law and Voluntary codes4. International Public Relations5. Community Relations6. A Public Relations Campaign7. Working with the Media8. Exhibitions9. Sponsorship10. Research11. Technology and the internet12. Public Relations miscellaneous13. Professional Development

AIMSThe aims of this syllabus are to enable candidates to develop a broad understanding in the key areas of:media relations and media activitiespublics and the mediathe nature, roles and responsibilities of public relationsthe organisation of public relationsgeneral and specialist areas of Public Relations activities e.g. crisis PR, financial PR, corporate PR, community relations etcsponsorship and exhibitionspersonal development  

CERTIFICATE IN PUBLIC RELATIONS LEVEL 3

JOB OPPURTUNITIES•Public Relations Specialist•Public Relations Director•  Corporate Communications Manager•Interactive Specialist•Consultant•Public relations account manager

INTERNATIONAL RETAIL OPERATIONS LEVEL 2

SYLLABUS

1. Service, Product and Health and Safety2. Personal Effectiveness and Merchandise Handling

AIMSThe aims of this qualification are to allow candidates to develop:a broad understanding of how a retail outlet operates and functionsa clear understanding of the individual's role in providing customer service in the retailindustry and ways in which they can contributean awareness of how to improve both their own performance and the organisation s in  ‟order to contribute to business success

JOB OPPURTUNITIES

•Visual Merchandiser•Retail Category Manager•Shopper Marketing Manager•Export Managers•Display managers•Retail store manager•Distribution warehouse managers

EMPLOYABILITY SKILLS LEVEL 2

SYLLABUS

1. Personal effectiveness at work  2. Developing personal communication skills  3. Develop team skills and positive working relationships  4. Health, safety and security in the workplace

AIMS

The aims of the qualification are to provide:provide candidates with the knowledge, understanding and skills necessary to enter and remain in employmenthelp candidates to develop and enhance the essential skills and techniques required in the working environmentprovide the opportunities for candidates to develop a range of personal qualities and attitudes essential for successful performance in the workplace.

CUSTOMER SERVICE LEVEL 2

SYLLABUS1. The Role of Customer Service2. Delivering Reliable Service3. Communicating Directly with Customers4. Handling and Solving Customer Problems 

AIMS

The aims of this syllabus are to enable candidates to develop:knowledge and understanding of the elements of Good Customer Servicethe ability to apply these elements to realistic situationsan understanding of personal behaviors and processes that enhance service deliverythe ability to apply these behaviors and processes within the job role 

JOB OPPURTUNITIES•Customer Co- ordination Executive•Show Room Manager•Customer Marketing Professional•Customer service Representative•Account Director- customer Marketing•customer Service Specialists•Customer Service Operations Manager

CUSTOMER SERVICE LEVEL 3

SYLLABUS

1. The Developing Role of Customer Service2. Delivering Reliable Service3. Communicating with Internal and External Customers4. Handling and Solving Customer Problems and Complaints5. Influencing Improvement and Effective Change

AIMSThe aims of this syllabus are to enable candidates to develop: knowledge and understanding of the advanced concepts in developing and delivering Good Customer Servicean appreciation of systems and procedures that enhance delivery of reliable and effective servicean understanding of personal behaviors and processes that enhance and influence service deliverythe ability to apply these behaviors and processes within the job role, in realistic situations  

CONTACT CENTER LEVEL 2

SYLLABUS

Unit 1: Understanding Contact Centre Operations 

1. Contact Centre Operations and Management2. Providing Reliable Customer Service3. Acquiring Customers4. Developing Personal and Organizational Effectiveness 

Unit 2: Handling Inbound and Outbound Calls 

5. Handling Incoming Calls Requesting Routine Product or Service Advice/Support6. Handling Inbound Sales Calls7. Making Outbound Sales Calls8. Call Handling Techniques9. Dealing with Challenging Service Situations10. Actions associated with Call Handling11. Follow-up Actions to Call Handling 

JETSET L4 (NEW JETSET LEVEL 4)

AIMS

•If you are at Upper-Intermediate level, you have an effective, but not perfect, use of English. •Your ability You can talk almost fluently and almost completely accurately. •Everyday situations in an English-language environment do not worry you. •You can take part in extended conversations or discussions and your vocabulary covers almost every circumstance. •If you do not know a word you can almost always find a way of describing it. •You have a knowledge of some idiomatic English, phrasal verbs, and colloquial expressions. •You have studied all main areas of English grammar. •I can communicate confidently in a variety of situations. •I occasionally make mistakes in grammar and vocabulary but this does not prevent understanding.• I can use and understand some idiomatic language.

JETSET L5 (NEW JETSET LEVEL 5)

AIMS

Advanced is the highest level most students attain without the total immersion of living in another country. Your ability Your spoken English is both fluent and accurate. Your vocabulary is wide and you have a good knowledge of collocation, phrasal verbs, colloquial expressions and idioms. All common areas of grammar are familiar to you. I can speak English fluently in most situations with few mistakes. I have strategies for understanding new and unusual language.

ENGLISH FOR TOURISM LEVEL 1

SYLLABUS TOPICS

1. Basic business reading comprehension in a tourism context2. Composing a simple business communication3. General spoken communication within a tourism context4. Understanding and processing tourism-related information5. Tourism-related tasks6. Holiday and accommodation types7. Leisure and business travelers and tourists8. Methods of travel9. Job roles in the travel and tourism industries10. The specialist language of the tourism industry

ENGLISH FOR TOURISM LEVEL 2

SYLLABUS TOPICS

1. Basic business reading comprehension in a tourism context2. Composing a simple business communication3. General spoken communication within a tourism context4. Understanding and processing tourism-related information5. Tourism-related tasks6. Holiday and accommodation types7. Leisure and business travelers and tourists8. Methods of travel9. Job roles in the travel and tourism industries10. The specialist language of the tourism industry

For more information Contact:                                     Lakshmana Prakash – 99625 12926Assistant Manager-Business Development

Emerge Learning ZoneNo:16/33,K.N.R Building, Bharathi Salai,Tripilcane,Chennai-600005.

Visit :

www.patrons.co.in

www.esfa.co.in

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